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Broadworks Call Center License Feature Mapping

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Information

 
FAQ

Epik's Call Center is a carrier-class, communications management product for Call Center agents and supervisors used with Epik's BroadWorks® telephony softswitch platform, on which call centers are hosted.

The Call Center functionality available to you depends on your Call Center function (agent or supervisor), the types of queues you are staffing or monitoring (Standard or Premium), and your own services and settings.  For more information about the capabilities and services assigned to you, ask your group or enterprise administrator.
The following provide an overview of Call Center – Agent and Call Center – Supervisor features across all three license options.

Downloadable .pdf is attached to this article.


 
FeatureBasicStandardPremium
General Operational Features   
Call Center Creation Wizard
Queue Addressing/DNIS support   
  • Assign full DN or Extension to queue
  • Assign SIP Alias to queue
  • Assign multiple DNIS per Queue
  
Assign Agents to queues
  • Assign to multiple queues (skill  groups)
 
 
 
Assign Supervisors   
  • Assign Supervisors to Queues (skill  groups)
  • Assign Agents to Supervisors
Note:  Supervisors do not require a Call Center  license  
unless they are assigned as an Agent in a  Queue  
ACD Call Types   
Inbound ACD calls
Video ACD calls
Outbound ACD calls  
Announcement and Queue  Media   
Entrance Announcement
Mandatory  Entrance Announcement
Play Estimated Wait Time/Location in  Queue
Music on Hold / Video on Hold
Comfort Message
Comfort Message Bypass  
Whisper Message to Agent  
Customizable Announcements (all) by  Queue
Customizable Announcements per DNIS within  Queue  
Play Ringing when offering call to  Agent
High Definition Audio and Video playback (all  files)   
  • G722 Audio Announcements
  • 720p (H.264) Video  Announcements
Load media files via web portal
Retrieve media files via  URL/server
Chain up to 4 media files per  announcement
Stream Music/Video on Hold from external  source
Assign preferred codec for internal and external  calls
Routing/Distribution Policies   
Call Distribution policies
  • Ordered – start at top (‘Regular’)
  • Ordered – start at next agent  (‘Circular’)
  • Most Idle (‘Uniform’)
  • Weighted
  • Simultaneous
  • Directory Number Hunting
 






 






 






Queue Priority Settings
  • Longest Waiting Call
  • Highest Priority Queue
  • Prioritize DNIS within a Queue
 


 


 



Escape from Queue
Overflow routing policy
  • Time-based overflow
  • Size-based overflow
  • Transfer call
  • Transfer to voicemail
  • Play ringback to caller
  • Play announcement prior to  treatment
 






 






 






Bounced call routing policy
  • Route to next agent
  • Change agent ACD state after bounced  calls
  • Transfer call
  


 



Stranded call routing policy
  • Leave call in queue
  • Transfer call
  • Transfer to voicemail
  • Apply Night Service
  • Play ringback to caller
  • Play announcement to caller (loop)
  


 





Night Service
  • Assign Selective Call Forwarding  service
  • Integrated Night Service settings
  • Play announcement prior to  treatment
  • Allow manual activation, with custom announcement
 

 


 
 




Holiday Service
  • Assign Selective Call Forwarding  service
  • Integrated Holiday Service settings
  • Play announcement prior to  treatment
 

 

 



Forced Forwarding
  • Use Call Forwarding Always or DND  service
  • Integrated Forced Forwarding  settings
  • Play announcement prior to  treatment
 

 

 



Agent Features   
Display Inbound call information (Client and  device)   
  • Calling Party Name
  • Calling Party Number
  • Caller Wait Time
  • Number of Calls in Queue
  • Wait time of Longest Waiting call in  queue
  • DNIS Name
  • DNIS Number
  • Custom DNIS CLID



Guard Timer
Call Center membership
  • Activate/deactivate agents in queues  (‘Join’)
  • Allow/disallow agents to change membership status
 

 

 

Allow/disallow Call Waiting for  agents
Distinctive Ringing for ACD calls (4 alert  options)
Agent Mobility
  • Deliver call to alternate device (Shared Call Appearance, Remote Office, BroadWorks Anywhere)
  • Present DNIS number to mobile  device
 

 

 

   
Set ACD states   
  • Sign-In
  • Sign-Out
  • Available
  • Unavailable (additional details below)
  • Wrap-Up, including set max wrap up  timer
Custom Unavailable Codes (eg Lunch, Break,  etc)   
  • Up to 1000 custom codes per  company
  • Create Unavailable codes for each  company
Set post call ACD state (eg timed wrap  up) 
Call Escalation to Supervisor   
  • Normal escalation (consultative)
  • Emergency escalation (immediate  conference)
Held Call Treatment   
  • Alert agent of held calls
  • Bounce calls held past threshold
Call Center FAC/Star Code support   
  • Escalate call to Supervisor
  • Place Outbound ACD or Personal  call
 
Assign Disposition Code   
  • Up to 1000 custom codes per  company
  • Create Disposition codes for each  queue
Auto-answer calls via Call Center  setting  
Supervisor Features (via Supervisor  client)   
All Agent features (if assigned a CC  license) 
Monitor/manage agents   
  • View call and ACD state
  • Change ACD state
  • View queue memberships and Join  status
  • Barge-in on calls

 
  • Send email (if configured)
  • Answer alerting calls
  • Transfer alerting calls




Monitor/manage queued calls   
  • View status of queue
  • Retrieve queued call
  • Transfer queued call
  • Reorder queued call
  • Move to higher priority bucket within  queue
 
Silent Monitoring   
  • Active calls with agents
  • Next call to agent
  • Next call to queue
  • Barge-in on monitored calls
Call Center FAC/Star Code support   
  • Silent Monitor call
  • Silent Monitor next call
  • Night  Service activation/deactivation
  • Forced  Forwarding activation/deactivation
Call Center Administration Features (via Group or Department Admin portal)   
Manage Call Center settings
  • Assign Agents to queues
  • Activate/deactivate agent membership in queues (‘Join’ status)
  • Configure  queue thresholds/settings
  • Load announcements
 
 
 
Reporting Features   
Real time Dashboard (via Supervisor  client) 
Agent Reports
  • Call Detail Report
  • Call Report
  • Duration Report
  • Activity Report
  • Summary Report
  • Unavailability Report
  • Sign-In/Sign-Out Report
  • Disposition Code Report
  







 








Queue Reports
  • Call Detail Report
  • Call Center Report
  • Incoming Calls Report
  • Presented Calls Report
  • Summary Report
  • Abandoned Call Report
  • Service Level Report
  • Overflow Matrix
  • Disposition Code Report
  








 









Scheduled Reports
  • Create scheduled reports
  
 
Custom Reports
  • Access custom reports
Note: Recommend custom reports are created by Service Provider
  

 

Report Filters 
Export Reports as XLS and PDF 
Report Branding 
Assignable Services to a Call Center (sample list  only)   
Alternate Numbers
Call Forwarding Always
Call Forward Selective
Call Notify
Custom Ringback
Call Me Now
Do Not Disturb
Pre-Alerting Announcement
Privacy
Selective Call Acceptance/Rejection
Voice Messaging
Message Waiting Indicator


see also Call Center Quick Reference Guide